Resolve has considerable customer-centric service logic built into its workflow, and will quickly establish itself in your organisation as a critical business system. Predefined conditions allow requests, incidents, problems and change to be managed instantly.

Business rules, service levels, escalations, actions, and policies that determine how and when services are delivered in your organisation can be mirrored in Resolve, exactly as you expect and require. Resolve automates workflows to help users abide by legislation, policies and procedures, and enforces strict privacy and confidentiality rules.

Resolve provides a range of connectors to simplify integration with numerous enterprise solutions, from ERP to network management, and call-in operational data as required, to deliver a truly customer-centric information management solution. Resolve can be tailored to the requirements of each user, or group of users, and integrates with the tools you use everyday, such as the Microsoft Office Suite and Lotus Notes.

Resolve is highly configurable and can be used to implement differing types of functionality. A good example of this is Mailing Lists. Mailing Lists record a list of people to whom a letter or email is to be sent, using pre-defined templates, and depending on your requirements, you can add functionality such as recipient information and attachments, all of which can be scheduled for a date and time as determined by the user.

Resolve can be launched from your internet browser, and is automatically installed the first time. This is ideal for users wanting to access Resolve from Home, remote offices and locations, and for those requiring ad-hoc access.

Organisations are constantly in a state of change; be it compliance, legislation, issues or simply changes in market forces. Resolve helps you adapt to these ongoing changes, with its platform providing the basis for simple re-design of existing processes. With an inbuilt Visio-based tool for designing Resolve Workflows, changes can be made by you, at anytime. This means you have the capability to modify Resolve in line with changes to your business, thereby giving you full control, and the power to decide.

From real-time customer data, trend analysis and management reports, to dashboards with operator case load information, Resolve has everything you would expect to find, and more.

Resolve users can be defined (and restricted) by role and responsibility. Sophisticated mechanisms ensure that only those with appropriate rights can see or update specific information. Resolve implements a security approach designed to ensure that users gain access only to the information they need, and are shielded from information they shouldn’t see. Within Resolve it’s possible to define what units of data, screens, documents, and reports, individual users can gain access to, and what they can alter. User data accessibility can be set to vary depending on the nature of the matter being dealt with, or a particular moment in the processing of the matter.

Searching in Resolve is designed to be simple and easy to use for all users, yet provide a richly functional search capability for power users. Each data type can have its own configurable default search screen, which highlights just the fields that are typically used in searching that entity, and users can easily select other fields to include in the search.

Resolve is an N-tiered application; Client Application Server and Database Server, using Microsoft SQL Server for its data repository. This architecture makes it possible to spread the server-side across multiple application servers. It’s highly scalable including database size and number of users, and supports multiple CPUs and replicated databases.